Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Henry Leung

Richmond,BC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the communications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Corporate Accounts and Home Services Call Center Representative

Rogers Communications
03.2023 - Current
  • Delivered professional and courteous customer service for wireless service and Internet/IPTV/Home Security
  • Successfully managed and resolved issues for irate customers, retaining them from disconnecting services
  • Promoted company products including credit card, cell plans, Internet, IPTV, and Home Monitoring
  • Demonstrated proficiency in learning and adapting to new applications, systems, and procedures.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Ecommerce Entrepreneur

Self-employed
03.2020 - Current
  • Established and managed two ongoing e-commerce websites: Walmart Canada and Walmart US (by invitation), and Myroboz.com
  • Oversaw product procurement and purchasing from China suppliers
  • Managed and created engaging ads for Facebook and Google Merchant Center
  • Maintained active Facebook business pages to foster potential customer engagement
  • Handled customer service for daily operations.

In Home Sales Coordinator

Shaw Communications
02.2015 - 02.2019
  • Led a team providing 2nd tier team support and managing 10 outside sales reps
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications
  • Created orders and ensured accuracy
  • Provided technical support for field reps and provisioning new equipment
  • Audited Sales orders
  • Coached Sales Reps
  • Updated New Promo and processes to sales team as required
  • Collaborated with other departments for problem solving

Technical Support Representative

Shaw Communications
12.2008 - 02.2015
  • Managed inbound technical calls from Shaw customers
  • Sold cable/internet/phone packages and upgrades during the call
  • Resolved issues for irate customers
  • Identified and implemented solutions to resolve customer technical issues over the phone
  • Dispatched technicians as required.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Education

Diploma -

Seaquam Secondary School

Auto Finance Manager Course -

AFIE
03.2019

Financial Management Certification -

BRITISH COLUMBIA INSTITUTE OF TECHNOLOGIES
04.1992

Skills

  • Proficient in MS Office Suite (Excel, Word, Outlook)
  • Ability to work under pressure and adapt to people and corporate objectives
  • Leadership and excellent customer service skills
  • Over 10 years of sales experience
  • Fluent in Cantonese (Speaking), English as first language
  • Problem-solving skills

Languages

English
Cantonese

References

  • Sennet Cheung, Shaw Sales Supervisor, 604-375-8857
  • Devon, Shaw CRM Manager, 604-671-8573

Timeline

Corporate Accounts and Home Services Call Center Representative

Rogers Communications
03.2023 - Current

Ecommerce Entrepreneur

Self-employed
03.2020 - Current

In Home Sales Coordinator

Shaw Communications
02.2015 - 02.2019

Technical Support Representative

Shaw Communications
12.2008 - 02.2015

Diploma -

Seaquam Secondary School

Auto Finance Manager Course -

AFIE

Financial Management Certification -

BRITISH COLUMBIA INSTITUTE OF TECHNOLOGIES

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Henry Leung